Commercial Service Specialist

A career at our company is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.

Your Role:
-  Resolve customers’ issues in professional & timely manner and multi-tasking through multiple computer systems while talking on the phone.

-  Deliver effortless customer interactions and increase customer retention by applying the principles of Ownership, Follow-up, Attitude, and Solutions.

-  Represent the voice of the customer by identifying and collecting customer feedback through direct customer interactions.

-  Collaborate with internal collaborators to offer proactive solutions to reduce customer effort.

-  Ability to consistently use sound judgment, take initiative and make good decisions to accomplish job duties and improve customer satisfaction without compromising the company’s integrity.

-  Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.

-  Ability to achieve excellent call center metrics with regards to availability, number of documents crafted, accurate work, call quality, efficiency and dependability goals.

-  Partnering with the sales team to ensure successful delivery of customers’ expectations and finding opportunities to increase customer retention

-  Proactively handle customers forecasts and inventory levels in conjunction with sales team and supply chain.

-  Work internal teams on to resolve outstanding payment issues

-  Generate open orders report when required

-  Participate in the testing & implementation or improvement initiatives associated with customer service.

-  Support audit reviews, local or regional projects through active participation or coordination

Who You Are:
-  Degree/Diploma in Life Science/Chemistry or equivalent

-  1-3 years of customer service experience in Customer Account Management & Planning is a plus

-  Demonstrate strong interpersonal communication, negotiation and written skills, proactive problem-solving skills, and the ability to multitask effectively

-  Produce work that is well implemented, accurate, and diligent to detail. Take ownership of all customer interactions to ensure best-in-class service

-  Strong SAP knowledge and PC application (incl. Microsoft Office )

-  Highly motivated, meticulous and organized, with attention to prioritizing incoming tasks

-  Adaptable, flexible and open minded to work in a dynamic, high-energy environment that undergoes constant change

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences.
We celebrate all dimensions of diversity. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology.
We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons.
Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!

Curious? Chat with one of our curious minds on our interactive Q&A platform and catch a glimpse of our people, values, and culture.  You can also apply and find more information at https://jobs.vibrantm.com

If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.merckgroup.com/en/company/press-positions.html